We recently addressed issues affecting the Search Platform. We would like to take the opportunity to further explain these issues and the steps we have taken to keep them from happening in the future.

Between 5:00 pm PDT on May 18, 2022 and 1:00 am PDT on May 19, 2022, some users may have experienced difficulties while working in Box. During this time, a minority of users were shown an error message when attempting a search. The issue occurred as a result of a recent code change made relating to the improvement of search ranking results. We were able to resolve the issue by rolling back this change immediately upon discovery. In addition, we are implementing new alerts and enhancing our detection capabilities to prevent similar issues from occurring in the future.

Analysis

On May 18th, a configuration change was made in an effort to improve the ranking of Search results. The configuration was incorrectly applied for a small percentage of users of Search. As a result, during this time, this small group of impacted users received an error message instead of the expected results.

Corrective Actions

The following corrective actions have been completed or are planned:

• Engineers immediately reversed the incorrect configuration.
• The team has enhanced alerting and detection surrounding future configuration changes.

We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter.‌

Sincerely,

The Box Team